Technical Support Specialist I - Norwalk, United States - Digi

Description

Ventus is an entity within Digi, a Business Unit that's an industry leader in IT networking innovations, leveraging technology to produce market-driving network solutions. Operating from over 20 years of experience delivering secure enterprise class networks, Ventus develops cellular wireless and fixed line SD-WAN, Hybrid WAN, and Cellular WAN solutions for an expanding array of business connectivity applications.

What We Offer

At Ventus, we provide an exciting opportunity for a dedicated professional to join our remote technical support team. You'll leverage your network troubleshooting expertise and communication skills in a fast-paced, customer-focused environment. This role not only allows the flexibility of working from home but also offers a supportive and dynamic work culture. We equip you with the necessary tools, and we highly value your adaptability, attention to detail, and contribution. Make us a part of your journey today

What You Will Do

• Work in a high-paced contact center environment that involves handling phone calls, emails, and customer-generated tickets.
• Carry out remote diagnostics and reconfiguration, using a proprietary tool, for a range of small to enterprise businesses for cellular and wireline gateways/routers.
• Conduct basic, remote troubleshooting in partnership with field services technicians, and other customer contacts.
• Offer efficient remote support for vendor and customer installations of managed equipment.
• Document customer interactions comprehensively in ticketing and related systems.
• Work collaboratively with the Senior Technical Support and leadership teams, coordinating efforts to escalate issues as and when required.
• You will use a company supplied Windows laptop, headset, mouse, keyboard, and related peripherals.
• Work with your leadership team to meet expectations for key performance indicators and

Who You Are and What You Bring

• A professional who can maintain courtesy and professionalism in a contact center environment.
• An excellent communicator, with superior written and verbal communication skills.
• Adaptable to shifting priorities and resources.
• You can effectively engage in logical and critical thinking.
• Detail-oriented and efficient, with a strong attention to detail.
• You have at least a High School diploma.
• You have 1-4 years of continuous contact center experience, with a background in Tier I or Tier II work.
• Flexible with shift work and willing to work during weekends or holidays if required.
• You have a reliable broadband internet connection.

Desired But Not Required

• Experience in basic network protocols, concepts, and tools like TCP, IPv4, ping, attenuation, and electromagnetic interference.
• Previous cellular or other wireless network troubleshooting.
• Experience opening and handling trouble tickets.

Ventus a Digi Company offers a distinctive Total Rewards package including new hire stock award, paid parental leave, open (uncapped) PTO, and hybrid work environment in addition to our competitive medical, health & wellbeing and compensation offerings.

At Digi, we embrace diversity and inclusion among our teammates. It is critical to our success as a global company, and we seek to recruit, develop and retain the most talented people from a diverse candidate pool. We are committed to providing an environment of respect where equal employment opportunities are available to all applicants and teammates.